Application Managed Services - Service Delivery Manager (Microsoft)

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. We are seeking a highly skilled and results-driven individual to manage our client service delivery. In this role, you will ensure the effective delivery and management of the application managed services to clients. The primary objective is to ensure effective operations and services within EY Canada. This full-time position offers an excellent opportunity to lead key initiatives and contribute to EY Canada's growth in managed services, positioning the organization as a leading full-service digital firm. Your Key Responsibilities: Service Management Own and manage the delivery of Microsoft and AMS services across Microsoft D365 Ensure adherence to SLAs, KPIs, and contractual obligations Manage incident, problem, change, and release processes in alignment with ITIL best practices Client Engagement Serve as the primary escalation point for client issues Conduct regular service reviews and governance meetings Build and maintain strong client relationships to ensure satisfaction and retention Team Leadership Lead cross-functional delivery teams including functional consultants, technical analysts, and offshore support Coordinate resource planning, onboarding, and performance management Foster a culture of accountability, collaboration, and continuous improvement Continuous Improvement Identify and implement service optimization opportunities Drive automation, standardization, and best practices across engagements Monitor service trends and proactively address recurring issues Financial & Contract Management Track and report on service delivery budgets, forecasts, and actuals Support contract renewals, scope changes, and commercial discussions

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.